Customer Service Management Officer

The Customer Management Officer will be responsible for managing customer orders, queries, payments, complaints and overall customer engagement.

Key Responsibilities

• Verify new COD and prepaid orders accurately.
• Respond to customer queries through Email, SMS, WhatsApp and Phone.
• Handle failed, cancelled and stuck payment issues.
• Manage marketplace ratings and customer complaints within the required SLA.
• Identify and flag fraudulent or high-risk orders.
• Coordinate with the dispatch team to resolve order-related exceptions.
• Support customer reactivation and engagement activities.
• Run customer retention campaigns through Email, SMS, WhatsApp and Phone.
• Verify prepaid conversions and payment attempts.
• Maintain accurate customer and order records and ensure timely issue resolution.

Ideal Candidate

• Excellent communication and customer handling skills.
• Empathy and patience while dealing with customers, especially during complaints or payment issues.
• Strong problem-solving and follow-up skills.
• Ability to remain calm and professional in challenging situations.
• Good coordination and attention to detail.
• Ability to manage multiple customer and order-related activities efficiently.